Architect - Application Development Microsoft N 4D

• Requirement Gathering & Analysis: Lead or participate in workshops to capture and document business requirements, conduct fit-gap analyses, and develop detailed functional and technical specifications for the contact center solution.

• Solution Design & Configuration: Design and configure Dynamics 365 Customer Service modules and Power Platform components (model-driven/canvas apps, Power Automate flows, dashboards, forms, views, security roles, etc.) to meet specific contact center needs, such as case management, routing, and agent scripting.

• Development & Customization (if applicable to a techno-functional role): Develop plugins, custom workflow activities, client-side scripting (JavaScript/TypeScript), and Power Apps Component Framework (PCF) controls using C#/.NET to extend platform capabilities where out-of-the-box features are insufficient.

• Integration & Data Management: Design and implement integrations between Dynamics 365, the Power Platform, and external systems (e.g., telephony systems, knowledge bases) using APIs, Azure services (Logic Apps, Azure Functions, Service Bus), and custom connectors. Oversee data migration activities to ensure data integrity and a unified view of customer information.

• Testing & Deployment: Develop and execute comprehensive test plans (functional, user acceptance, integration) to ensure solutions meet business and functional requirements. Support Application Lifecycle Management (ALM) practices and deployment via Azure DevOps.

• Training & Support: Deliver end-user training sessions, create detailed user guides and documentation, and provide post-go-live support to ensure effective user adoption.

• Advisory Role: Act as a trusted advisor, providing guidance on best practices, new features (like Omnichannel for Customer Service or AI/Copilot capabilities), and opportunities for continuous improvement.